Agency Client Ownership

Agency relationship principle

247ChatMate is designed to support agencies, freelancers and web designers without undermining their client relationships. Where a client is clearly agency-managed, we treat that client as the agency’s client.

Agency-managed clients

An agency-managed client is a client where the agency installs, configures, manages, pays for or supports 247ChatMate on the client’s behalf, or where the client was introduced through the agency relationship.

Communication route

For agency-managed clients, 247ChatMate will aim to communicate through or with the agency wherever practical. This helps avoid confusion and protects the agency relationship.

When direct contact may happen

Direct contact with a client may happen where there is a legitimate reason.

• The client contacts 247ChatMate directly.
• There is a support, security, legal, billing or compliance reason.
• The agency relationship has ended or the agency no longer supports the client.
• The agency payment or access has lapsed and continuation options are needed.
• The client independently chooses to become a direct customer.
• The law, safety, misuse prevention or platform integrity requires it.

No poaching intention

247ChatMate does not intend to use agency-managed client information to poach clients from agencies. Where client continuation is needed after agency lapse, non-payment or relationship breakdown, the preferred approach is controlled, transparent and limited to service continuity.

Agency responsibilities

Agencies are responsible for client consent, client instructions, website access, setup accuracy, billing agreements, client communication, handover materials, data protection obligations and ensuring they have authority to act for the client.

Payment failure or end of service

If an agency payment fails or agency access ends, we may use a soft warning/grace approach where practical. After a reasonable period, affected clients may be offered a continuation route if needed to avoid abrupt service loss.